is the number one reason people don't rebook or don't keep coming back if they rebook and then cancel.

Yeah, just like retention overall is lacking.

So I have a few... reasons that I have noticed are really big, but the biggest one that I like to tell my clients about and I tell my team of estheticians this as well, and I even tell my virtual assistant this too.

When someone is doing most of the talking during a conversation, that person feels like it went the best.

So if you are talking the most, the entire time of course you're going to feel like it went well and you're going to be like wow i don't understand why she didn't rebook i thought it went so well that's so fascinating and so true right yes so if you can encourage your client to do the talking even even if the talking is silent now i know this probably sounds confusing right yeah what if they like how do you talk and then it's there's no talking happening but you're giving the client what they want which is either time to sink back into themselves or time to just recalibrate their their thoughts yes and so sometimes that can be answering a question about whatever is going on that's big in their life a question i ask every question whenever i if i am seeing clients i'll ask them what's new and good in your life

it's like a local sanitation company yeah same okay i probably don't have like we probably have to wrap up unfortunately because we'll be fine she's awake okay so let's wrap up this episode what are some key things you want the listener to walk away with

in terms of like client retention troubleshooting if your client retention.

So I always say 80%, 80% total client retention and a minimum of 50% new client retention, right? If you're attracting the right kind of client to your business, then you should be retaining them.

So I'd love to hear how owning a business and just in the last few years, what has kind of transitioned becoming a mom to a second baby?

Oh, gosh.

So, yeah.

It's been very challenging.

I will start by saying that it's been extremely rewarding, but very, very difficult.

The most difficult thing I have done in my entire life is having kids, and especially two under two.

It was not planned that way, but it was a wonderful surprise.

Yeah.